Frequently Asked Questions

Access & Permissions#

Why can’t I create a dataroom on the main dataroom dashboard?#

Only users with the Dataroom Admin role can create datarooms directly on the main dataroom dashboard (root level). If you don’t have this role, you can still create subdatarooms within datarooms where you have Owner or Editor access.

To create a dataroom at the root level, contact your organization’s administrator to request the Dataroom Admin role.

Why can’t I see a dataroom that was shared with me?#

There are several possible reasons:

• Access not yet granted: The owner may not have completed adding you. Ask them to verify your access in the dataroom settings.
• Wrong account: You may be logged in with a different email address than the one that was granted access.
• Different organization: The dataroom belongs to another organization than the one you are currently working in. If you belong to several organizations, select Switch Organization in the profile menu.
• Access was removed: Your access may have been revoked. Contact the dataroom owner.

What’s the difference between Owner, Editor, and Viewer roles?#

Can I give someone access to a subdataroom without access to the parent?#

Yes. Access is managed independently for each dataroom. A user can have access to a subdataroom without having access to its parent. However, they will navigate directly to the subdataroom and won’t see it in the parent’s hierarchy.

What happens to user access when I move a dataroom?#

When you move a dataroom to a new location:

• Existing access is preserved: Users who had access to the moved dataroom retain their access.
• New parent access doesn’t transfer: Having access to the new parent doesn’t automatically grant access to the moved dataroom.
• Inherited access may change: If access was inherited from the old parent, you may need to re-apply inheritance settings.

How do I share a dataroom with someone outside my organization?#

Datarooms can only be shared with people of the organization they belong to. To give customers, suppliers or auditors access, use a Relay. Relay needs the Relay add-on and the Relay role.

Why can’t I add or remove users from a dataroom?#

Only Owners can manage user access. If you have Editor or Viewer access, you cannot add or remove users. Contact a dataroom Owner to request access changes.

What does “Apply change to all sub-rooms” mean?#

When adding a user or model to a dataroom, this option applies the same setting to all existing subdatarooms beneath the current dataroom. This saves time when you want consistent access or model availability across a dataroom hierarchy.

How do I remove access for someone who left the organization?#

Organization admins do this in one step on the People page in Settings:

1. Open the person and select Remove from organization. The dialog lists the datarooms, workflows, prompts and groups the person loses.
2. If the person is the only owner of a dataroom, choose a new owner for it.
3. Confirm with Remove.

The person loses all access in your organization, whether it was granted individually or through a group. The account itself stays, so the person can still use other organizations they belong to. If they should not be able to sign in at all anymore, also Disable the account; this blocks sign-in to every organization of this person. See People and Groups.

If you are not an organization admin, ask one of your organization’s admins to do this.

Can someone manage only one group or department?#

Yes. Organization admins can make someone a group admin: on the Groups page, open the group, go to the Admins tab and select Add group admin. Then choose the areas the person needs: Usage, People & access, Audit log and Manage members. Depending on these areas, a group admin sees the usage, the audit log and the people of the group’s current members and adds people of the organization to the group or removes them. Group admins cannot invite people, assign roles or change the organization’s settings. See Admin Rights and Group Admins.

How do groups affect dataroom access?#

Everyone in a group gets the role the group has in a dataroom. If someone has access in several ways, directly and through groups, the strongest role applies.

Files & Content#

Why is my file stuck in “Processing”?#

File processing can take time depending on:

• File size: Larger files take longer to process.
• File type: Complex documents (scanned PDFs, PowerPoints with many images) require more processing.
• System load: High usage periods may cause delays.

If a file remains stuck for more than 30 minutes:

1. Try reprocessing the file using the reprocess action.
2. Try uploading a different version of the file.

Why did my file processing fail?#

The file list shows the reason, for example that the file is damaged or password-protected, that no text was found, or that the monthly limit for processed documents is reached. What helps:

• Damaged file: Re-export or re-save it.
• Password protected: Remove password protection before uploading.
• Unsupported format: Check the Supported File Types list.
• Very large file: Files over 100 MB are stored but not processed.

Try a different pipeline: use OCR text recognition or Visual document analysis (VLM) for scans, and Optimized PDF analysis (VLM) for a PDF with an invalid or problematic structure. See Processing Pipelines.

Why are answers from my scanned PDF poor or incomplete?#

Scanned PDFs are images of text, not actual text. Text recognition may not work well for:

• Low-quality scans
• Handwritten content
• Unusual fonts or layouts

Solution: Reprocess the file with OCR text recognition. For complex layouts, tables or handwriting, use Visual document analysis (VLM). See Reprocessing Files.

Can I upload a ZIP file with multiple documents?#

Yes. When you upload an archive, AITEZA asks whether to store it as one file (the default) or to Extract archive. If you extract it, the folders inside become subdatarooms and each file is processed on its own.

Archives cannot be attached in a chat.

What’s the maximum file size I can upload?#

You can upload files of up to 10 GB. Only files of up to 100 MB are processed into searchable content; larger files are stored, but AITEZA cannot search them or use them in answers.

For very large files, consider splitting them into smaller parts or extracting only the relevant sections.

Why does AITEZA say my file is “too large to process” in chat?#

With models that support agent mode, AITEZA searches attached files and reads them in parts, so long files work. Other models must read the whole attachment at once and are limited by their context window. This applies to all attached files combined.

Important: The limit is based on text content, not file size. A 2 MB Word document with many pages of text may exceed the limit, while a 10 MB PDF with mostly images might be under the limit.

While you compose a message, chat shows an estimated token cost. Use this estimate to reduce text length or attachments before sending.

Solutions:

• Choose a model with agent mode: The model selection shows which models support it.
• Use a dataroom: Upload the file to a dataroom instead. Datarooms search and retrieve the relevant portions, handling much larger documents.
• Split the file: Break large documents into smaller sections and process them separately.
• Extract relevant sections: If you only need information from specific parts, copy those sections into your prompt.

Can I move multiple files at once?#

Yes. Bulk actions in dataroom file and website overviews let you select multiple entries at once.

• Files: Batch reprocess, move, or delete multiple files.
• Websites: Batch reprocess, move, or delete multiple websites.

Chat & Retrieval#

Why can’t AITEZA crawl a website I added?#

Some websites block automated access, need a sign-in or load their content only in the browser. Internal (intranet) addresses are only reachable if your installation allows them.

Workarounds:

• Download the content manually and upload it as a PDF or document file.
• If you have permission, contact the website owner about accessing their content.
• Use a different source that provides similar information without these restrictions.

Why doesn’t AITEZA find information I know is in my documents?#

Several factors affect retrieval accuracy:

• Question phrasing: Try rephrasing your question using keywords that appear in the document.
• File targeting: Mention the specific file name (e.g., “In report.pdf, what does it say about…”).
• Processing issues: The file may not have been processed correctly. Check its status and try reprocessing.
• Content type: Tables, images, and complex layouts may not be extracted properly. Reprocess the file with OCR text recognition, or with Visual document analysis (VLM) for complex layouts and tables.

Is AITEZA suitable for exact text matching or comparing spreadsheet data?#

AITEZA finds content based on meaning and on exact words. With models that support agent mode, AITEZA also searches for exact words and phrases in all files.

Tasks that work well:

• Finding information about a topic across documents
• Answering questions based on document content
• Summarizing and synthesizing information
• Finding the files that mention a term (with models that support agent mode)

Tasks that may not work well:

• Comparing two large spreadsheet lists row by row
• Matching company names with slight variations (e.g., “ABC GmbH” vs “ABC Ltd.”)

For such comparisons, Excel’s VLOOKUP, database queries or dedicated comparison software are still the better choice.

Why can’t I see a model?#

Which models you can choose depends on several settings:

• Your organization: organization admins decide which models the organization offers.
• Your groups: a group can be limited to certain models. If you belong to several groups, you can use the models of all of them.
• Connected datarooms: a dataroom can offer only some of the models. In a chat with connected datarooms, you see only the models they offer.
• The current organization: if you belong to several organizations, each one can offer different models.
• Retired models: platform administrators can retire a model. Its place is then taken by another model.

If you need a model that you cannot see, ask your organization admin. See Organization Models.

Can I chat across multiple datarooms at once?#

Yes. You can connect multiple datarooms to a single chat. This allows you to:

• Query across different knowledge bases simultaneously.
• Compare information from different sources.
• Get comprehensive answers from your entire knowledge base.

To connect multiple datarooms, use the dataroom selector in the chat input area.

Can AITEZA create or edit Office files for download?#

Yes. AITEZA can create new Word, PowerPoint, and Excel files or edit the text in an existing .docx, .pptx, or .xlsx file. When you use an existing file as a template, its design, formatting, images, and layout are preserved, and the original remains unchanged.

Template editing is limited to files of approximately 25 MB or less. Password-protected and macro-enabled files are not supported. AITEZA can change existing text, but it cannot add or remove sections, slides, rows, or complex form controls. For new content, a new structure or images, ask for a new document in the design of the file. See Creating Office Files.

Can I upload files while datarooms are connected?#

Yes. You can attach a file or image temporarily to an individual message while one or more datarooms are connected. The attachment provides context for that message but is not permanently indexed in the dataroom. Use Save to Dataroom if you want to keep it there.

How do I know which dataroom was used to answer my question?#

Each message displays which files were used to generate the response. Look for the file sources below AITEZA’s answer. This helps you verify the origin of the information provided.

Why can’t I use web search in my dataroom chat?#

You cannot switch web search on while datarooms are connected. If your account may use web search, AITEZA asks before every single search and shows the query, because it can contain content from your datarooms.

Data Privacy & Security#

Can administrators see my private dataroom content?#

Yes, system administrators have the technical ability to access files in all datarooms, including those marked as private. However:

• Access is logged: Every file access (viewing content or downloading) is recorded in system logs.
• Access is auditable: Unauthorized access can be traced and identified.
• Your dataroom is still private from other regular users: Other users cannot see your private dataroom unless you explicitly share it with them.

Who can see the audit log?#

The organization admins of your organization and people with the Audit log admin right, on the Audit log page in Settings. Group admins with this right see only the events of their group’s current members (see Admin Rights and Group Admins). Each organization sees only its own events. The audit log shows who did what, for example which files were uploaded, opened or downloaded and which datarooms were shared. For chats, it records that a message was sent and with which model, but not the chat’s name or the text of the messages. See Audit Log.

Can anyone see my messages and uploaded files in chats without connected datarooms?#

No. Files and messages in chats without connected datarooms are visible only to you. System administrators do not have direct access to your chat conversations or temporarily uploaded files. Attachments of such chats are deleted automatically after 7 days.

This makes chats without connected datarooms the most private option for handling sensitive information.

Can anyone access my chat history?#

Your chat history (chats with and without connected datarooms) is accessible only to you.

Is there a completely private mode where no one can access my data?#

Currently, there is no mode in AITEZA where data is technically inaccessible to everyone under all circumstances. However, by attaching files to a chat without connected datarooms and deleting the chat afterward, you can ensure that the information is permanently removed from the system.

Account & Settings#

How do I change the interface language?#

1. Open the profile menu.
2. Select Settings.
3. Open Preferences.
4. Under Language, choose English, Deutsch or Polski.

The change applies immediately; there is nothing to save. The language is also used for the sign-in pages and for emails from AITEZA. See Personal Settings.

Where do I see my usage?#

Open the profile menu, select Settings and go to My usage. The page shows what your requests to AI models cost per month, broken down by model, for the organization you are currently working in. The figures can be a few minutes behind. See Personal Settings.

Organization admins and people with the Usage admin right for the whole organization see the usage of the whole organization, per person and per model, on the organization’s Usage page. Group admins with this right see the usage of their group’s current members there. See Organization Usage.

Can I use AITEZA on mobile devices?#

Yes. AITEZA works in current versions of Chrome, Edge, Firefox and Safari on computers, tablets and phones. On small screens, the navigation and Settings adapt to the width.

Can I delete my account?#

Account deletion must be requested through your organization’s administrator or AITEZA support. This ensures proper handling of any datarooms or content you own.

Troubleshooting#

The page won’t load or shows an error#

Try these steps:

1. Refresh the page (Ctrl+F5 or Cmd+Shift+R for a hard refresh).
2. Clear browser cache and cookies for the AITEZA domain.
3. Try a different browser to rule out browser-specific issues.
4. Check your internet connection.
5. Disable browser extensions that might interfere (ad blockers, privacy tools).

If the problem persists, contact support with:

• The exact error message (screenshot if possible)
• The time when the error occurred
• The browser and operating system you’re using

Chat responses are slow#

Response times depend on:

• Model selection: Some models are faster than others.
• System load: High usage periods can cause delays.

If consistently slow, try selecting a faster model or asking more focused questions.

I accidentally deleted something - can I recover it?#

Deleted files and datarooms cannot be recovered through the user interface. Contact your administrator or AITEZA support immediately if you need to recover deleted content. Recovery may be possible depending on your organization’s backup policies.

I can’t find the answer to my question#

If this FAQ doesn’t address your issue:

1. Check the detailed documentation pages for your topic.
2. Contact your organization’s AITEZA administrator.